Experienced Social Care Manager – Customer Support and Social Media Engagement Leader for Direct-to-Consumer Platforms

Introduction to blithequark

blithequark is a leading provider of premium streaming services, offering an unparalleled collection of content from renowned brands and franchises. Our Direct-to-Consumer (DTC) team is dedicated to delivering exceptional viewer experiences through strategic hard work and determination. As a key player in the DTC landscape, blithequark is committed to embracing unconventional thinking, fostering a culture of innovation, and driving growth through cutting-edge technology and talented professionals.

About the Role

blithequark's Viewer Experience Team is seeking a passionate and experienced Social Care Manager to oversee operations across social media support channels for our DTC platforms. As a Social Care Manager, you will lead a team of Social Media Moderators, Specialists, and outsourced agents, ensuring high-level performance and quality management. Your expertise in social media engagement, moderation strategies, and performance analysis will be essential in driving the success of our social media support channels.

Key Responsibilities

• Lead and motivate a team of Social Media Moderators, Specialists, and external partners to achieve exceptional performance and quality standards
• Conduct one-on-ones with direct reports to track progress, provide feedback, and support professional growth
• Manage social quality assurance programs to measure and improve the performance of internal and external teams
• Enforce key performance metrics, including service levels, agent/operational productivity, and response times across our DTC platforms
• Manage team schedules, shift bids, and coverage to meet business needs and ensure seamless support during live events, outages, and crisis scenarios
• Build and manage relationships with third-party technology partners to ensure platform updates and improvements are in sync with social support needs
• Provide guidance to moderators and agents during difficult customer interactions and high-pressure scenarios
• Ensure that blithequark's tone and voice are consistently reflected in all social media interactions, especially during crisis moments
• Support proactive posting strategies during outages, live events, and other company events to ensure clear communication with viewers
• Use data to drive decisions and continuously enhance the customer experience through social channels

Essential Qualifications

• Bachelor's degree or equivalent professional experience
• 3 years' experience managing a team, with a proven ability to inspire and develop team members
• 5+ years' experience in social media customer support or a related field
• Experience in social quality management processes and tools to assess and improve service quality
• Experience using social tooling (e.g., Sprout, Sprinklr, Social Studio) and analytics systems to measure and improve the customer experience
• Experience in reporting, data analysis, and the use of reporting tools (e.g., Tableau, Adobe Analytics)
• Flexibility to support business needs during live TV events, outages, and crisis scenarios, which may include evenings and weekends
• Ability to analyze performance data and implement process improvements

Preferred Qualifications

• Proven experience managing remote teams and/or international teams
• Experience defining and measuring individual and team-based performance for customer service organizations
• Proficiency in Microsoft Outlook, JIRA, Salesforce, Google Sheets/Docs, and Airtable
• Ability to thrive in a fast-paced, ever-evolving environment
• Strong customer empathy and a passion for delivering exceptional experiences via social media
• A proactive problem solver with a strategic mindset
• Content creation experience
• Bilingual or multilingual

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to fostering a culture of growth, innovation, and continuous learning. As a Social Care Manager, you will have access to a range of training and development opportunities, including workshops, webinars, and conferences. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional viewer experiences.

Work Environment and Company Culture

blithequark's work environment is dynamic, collaborative, and fast-paced. We value diversity, equity, and inclusion, and we are committed to creating a workplace culture that is welcoming, inclusive, and respectful of all employees. Our company culture is built on a foundation of creativity, innovation, and teamwork, and we encourage our employees to think outside the box, take risks, and push the boundaries of what is possible.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary range of $103,500.00 to $138,800.00 per year, depending on experience and location. We also offer a range of perks and benefits, including medical, financial, and other benefits, as well as opportunities for professional growth and development.

Conclusion

If you are a motivated and experienced social media professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Social Care Manager at blithequark, you will have the chance to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our DTC platforms. Don't miss out on this opportunity to join a dynamic and innovative company that is shaping the future of entertainment and media. Apply now to become a part of the blithequark team!